AccountId: 011433970860
ContactId: 69774a95-0388-4945-bb8d-acce60d4dead
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122480 ms
Total Talk Time (AGENT): 63678 ms
Total Talk Time (CUSTOMER): 42678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/69774a95-0388-4945-bb8d-acce60d4dead_20250122T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from ATA Physical Therapy, looking for benefits and eligibility.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure. And the policy number 02587156.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Member first name [PII], last name, [PII]
[CUSTOMER][NEUTRAL] Date of birth? [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, outpatient facility.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 500 per day, and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] This patient has any deductible or any coinsurance?
[AGENT][NEUTRAL] No, I'm not showing any.
[CUSTOMER][NEUTRAL] Thank you, ma'am. Could you please spell your name and your reference number?
[AGENT][NEUTRAL] Yes, the reference number is my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial [PII], and today's date for the reference number. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] I got it, [PII]. Thank you. Have a wonderful rest of the day. Bye and take care.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.